Chief Patient Experience & Care Transformation

CommonSpirit Health; Houston (TX); On-site; USD 130,000 - 170,000; Full time

Job summary

Baylor St. Luke’s Medical Center seeks a Director of Patient Experience to strategically lead initiatives that cultivate a compassionate patient journey across healthcare touchpoints. The role focuses on empathy, communication, and responsiveness while shaping a patient-centered culture.

Responsibilities include analyzing feedback, designing programs, guiding patient advocacy, interpreting experience data, and driving system-wide cultural transformation to achieve top-tier outcomes.

Qualifications

• Bachelor's degree in a related discipline and minimum of seven years’ experience in the discipline, upon hire.
• Five years leadership experience.

Responsibilities

• Actively promotes and models service excellence principles at all times.
• Plans and coordinates service excellence programs; collaborates with external experts to implement evidence-based service excellence tools and processes throughout acute care hospitals.
• Provides guidance regarding service excellence data collection, tracking, distribution and communication.
• Promotes a service ethic to change long standing behaviors of frontline workers and management.
• Focuses the organization on reforming management and employee behavior and retooling operational processes to align them better with patient needs.
• Hardwires management and employee practices to ensure exceptional service on an ongoing basis. This includes the development of service standards and prescriptive language. Researches, reviews, and Implements best practices for service excellence.

Job description

Baylor St. Luke’s Medical Center seeks a Director of Patient Experience to strategically lead initiatives that cultivate a compassionate patient journey across healthcare touchpoints. The role focuses on empathy, communication, and responsiveness while shaping a patient-centered culture.

Responsibilities include analyzing feedback, designing programs, guiding patient advocacy, interpreting experience data, and driving system-wide cultural transformation to achieve top-tier outcomes.